Exploring the Design, Use, and Outcomes of Process Guidance Systems : A Qualitative Field Study

Organizations define processes specifying employees’ daily work and require them to be process compliant in order to prevent expensive mistakes and ensure a high quality. Employees have difficulties in being process compliant, among oth-er reasons, due to lacking process knowledge. Addressing this lack of process knowledge and the need to support employees’ process execution, we investigate the process guidance concept. In this research, we present a process guidance system implemented in a case company and its evaluation in the form of a qualita-tive field study. The findings from the interviews and focus groups confirm the intended outcomes of process guidance on the users’ process knowledge, per-formance, and process compliance. Moreover, we discuss in detail the outcomes of process guidance usage and identify opportunities for future research.